AG46 Troubleshooting Guide

Avatar
Written by Jen E
  • Updated
Follow

Note: The AG46 improves battery functionality from the AG45. All information regarding AG45 support, installation, and feature compatibility apply to AG46. Samsara will continue to provide support and updates to the AG45. The AG46 also offers better battery visibility with estimated battery level percentage displayed on the dashboard. AG46 is currently available in the US, Canada, Mexico, the UK and EU.

 

Asset Page Status

mceclip0.png

  1. Check the status of your AG46 on the asset page. If the asset page is showcasing a "Gateway in hibernation" banner, the battery level of the AG46 may have dropped to a level requiring the gateway to transition to hibernation mode.
  2. Once the banner is confirmed, the AG46 will require replacement. Please submit an RMA request to samsara.com/help to replace the unit.

Note that this hibernation status is only relevant for AG46 devices. 


No Initial Location is Showing

  1. Please ensure that the AG46 is properly activated. For more information, click here. 
  2. Check the physical location. AG46s must be outside for the GPS to catch a location. The first check-in must be with an AT&T cellular tower.
  3. The location can take up to 12 hours to appear after activation. Once activated, please leave outside for 12 hours or overnight to ensure the device has logged a location.

  4. Reset the device by following these steps:

    • Press the pin between 5 seconds and 15 seconds. If there is no LED response, the reset attempt was not successful.
    • For activated devices, if the device successfully resets, it will trigger a test ping with the LED returning green flashes. 

    • Once the button is released, the LED will flash green to indicate ping attempts. The device will attempt three pings sequentially. Once the ping attempts are completed, the LED will provide the following responses:

      1. Solid orange = no LTE + no GPS

      2. Fast blinking orange = unsuccessful GPS fix + successful LTE connection

      3. Slow blinking orange = successful GPS fix + unsuccessful LTE connection

      4. Blinking green = successful GPS fix + successful LTE connection, but device is still in the default org (Org 1) and not in the customer’s org

      5. Solid green = successful GPS fix + successful LTE connection in the customer org

    • For devices not yet activated, two orange flashes will indicate that the device is not yet activated. The device will remain deactivated with no test pings.
  5. If all troubleshooting steps are unsuccessful, please submit an RMA request to samsara.com/help to replace the unit.

No Green Light on the Gateway 

This behavior is expected.  The light only turns green during activation and when the button is used for troubleshooting. 

The AG46 Stopped Checking-In or is in a Stale Location 

  1. Check the physical installation of the AG46. Ensure that the device outside and there are no large obstructions between the device and the sky. 

  2. Reset the device by following these steps:

    • Press the pin between 5 seconds and 15 seconds. If there is no LED response, the reset attempt was not successful.
    • For activated devices, if the device successfully resets, it will trigger a test ping with the LED returning green flashes. 

    • Once the button is released, the LED will flash green to indicate ping attempts. The device will attempt three pings sequentially. Once the ping attempts are completed, the LED will provide the following responses:

      1. Solid orange = no LTE + no GPS

      2. Fast blinking orange = unsuccessful GPS fix + successful LTE connection

      3. Slow blinking orange = successful GPS fix + unsuccessful LTE connection

      4. Blinking green = successful GPS fix + successful LTE connection, but device is still in the default org (Org 1) and not in the customer’s org

      5. Solid green = successful GPS fix + successful LTE connection in the customer org

    • For devices not yet activated, two orange flashes will indicate that the device is not yet activated. The device will remain deactivated with no test pings.
  3. If the AG46 fails to send a location to the cloud and you have set the AG46 to a continuous check-in rate at any point, it is likely that the batteries have died. The batteries can be replaced with Fanso batteries. Please reach out to Support to for replacement batteries.

Related articles

Articles in this section

Comments

0 comments

Article is closed for comments.